Complaint Investigation Report

Allegation: Facility staff did not provide resident's representative with a statement itemizing all separate charges incurred.

The details of the complaint reported the facility failed to provide resident #1 (R1) representative with itemized charges. The complainant reported (R1) was provided with a rate increase of $2,000.00 for an increase of care and did not provide the itemized charges. The complainant claimed that (R1) was contracted for $6094.00 for basic services based on (R1's) needs and services were agreed upon under the contract. The complainant claimed there was no agreement for the additional rate increase of $2,000.00. A request for additional information and supporting documents, the complainant was unable to provide.

Resident #1 (R1's) residency began effective 05/30/23. A Residency Agreement between Brookdale Santa Monica Gardens and the legal representative for (R1) (dated on 05/26/23) was signed on 05/28/23. Included in the Residency Agreement are the terms and conditions of the agreement. It specified the Services and Accommodations. The Basic Services included: Accommodation, Dining Service, Utility Services, Housekeeping Service, Laundry and Linen Service, Activities Program, Transportation, Staffing 24-hr daily, Observation and Consultation, and Assistance with Access to Outside Services. The Personal Services (outlined in Exhibit Z of the Residency Agreement contract). In Exhibit Z these services are additional charges not included within the Basic Services and it is based on (R1's) medical assessment and needs and service plan defined as follows: Medications (assistance with medications), Chronic Condition Management (specific care and/monitoring by nurse or care associate for more complex insulin), Nutrition (assistance with planning, preparing or/monitoring nutritional needs), and Service Coordinator. Medication (assistance with scheduling medical/dental or lab appointments). The Residency Agreement included the itemized charges listed on Exhibit A with the following: Community Fee before Move-In of $5000.00, Basic Service Rate of $6505.00, and Personal Service Rate of $1211.00 (itemized in Exhibit Z). In the Addendum to the Residency Agreement Personal Service Rate Maximum Pricing, is outlined under the Personal Service Plan Service Rate Maximum of $7965.00. Under an Addendum to the Residency Agreement Permanent Basic Service Rate Discount, "The Community agrees to discount the Basic Service Rate of $6505.00 by $1626.00 (discount)". According to the Residency Agreement agreed between (R1's) legal representative and Brookdale Santa Monica Gardens (dated: 05/26/23), it indicated itemized charges of the Basic Service Rate $6505.00, Basic Services Discount $1626.00, and Personal Service Rate